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Job Description
The Role at a glance:
Adobe Sign is seeking a CSM (Client Success Manager) who is passionate about seeing customers succeed and landing & expanding the existing customer base. The CSM will work in a team environment and share the responsibility of managing a large customer base. The role will also drive additional revenue by building relationships with key players, becoming a trusted advisor and maintaining on-going relationships to find upsell opportunities within the Team account base. The role plays an instrumental part in the overall success of the Team. We all have to roll up our sleeves and do the work needed to win. You’ll work in lock- step with the rest of the team and as such need to be available via several communication platforms. Check your ego at the door, push the envelope and just get things done (WIN)!
Who we are:
Scientifically engineered, and professionally directed business strategist who work to maximize customer and company sustainable proven profitability over long term.
What is a CSM
- Customer Success is an integration of functions and activities of Marketing, Sales Professional Services, Training and Support rolled in to one role.
How others might describe you:
- You enjoy solving problems. You love taking on difficult challenges and finding creative solutions. You don’t get flustered easily. If you don’t know the answer, you’ll dig until you find it.
- You pay attention to the details. As far as you’re concerned anything worth doing is worth doing right every single time. You stay focused, and nothing falls through the cracks on your watch.
- You think on your feet. You like learning new things and you can learn quickly. When things change, you know how to roll with the punches.
- You communicate clearly. You write well. You speak eloquently. You can explain just about anything to anyone and you’re comfortable communicating in writing and on the phone.
- You are motivated and driven. You volunteer for new challenges without waiting to be asked. You’re going to take ownership of the time you spend with us and truly make a difference.
- Desire and willingness to test, embrace and encourage new technologies, product offerings and marketing channels.
A successful CSM will need to be able to:
- Work in a team environment and contribute to upsell and renewal quarterly goals.
- Renew long-term customer contracts, ensure timely renewals, and work with the Sales team to discover new upsell opportunities.
- Manage daily communication with customers and maintain relationships at all levels.
- Be the voice of the customer.
- Educate customers on Adobe Sign and provide best practices.
- Work with our Accounting Team to resolve billing inquiries and issues.
- Work with sales executives on land and expand opportunities.
- Assist with support related issues and ensure support case is resolved in a timely manner.
- Assist customers with their integrations and facilitate meetings between customer and other internal teams, such as Solutions Engineering, Product, Support, etc.
- Maintain proactive, regular contact within accounts to maximize their success and usage, as well as additional revenue opportunities.
- Deliver customized demonstrations.
- Drive customer references.
What experience is required:
- 3 – 5 years prior proven track record in customer success, account management or sales.
- Prior experience managing a high-volume customer base.
- Ability to work well and thrive in a team environment.
- Proven track record of meeting quarterly and annual renewal and upsell metrics.
- Strong working knowledge of Salesforce.com.
- Experience with Acrobat, Adobe Sign, Microsoft Dynamics, SharePoint, NetSuite, Workday is a plus.
- BA/BS degree or equivalent work experience.
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